Main Service Agreement

This Main Service Agreement ("Agreement") is between Zupport("Zupport", "we", "our", or "us") and the customer ("Client", "you", or "your") who uses or purchases Zupport's services through zupport.app.

This Agreement governs the use of Zupport's customer support platform, tools, and related services, whether accessed through the website, dashboard, or integrated channels.

By signing this Agreement or using the Service, the Client agrees to these terms.

1. Definitions

• Service refers to the Zupport platform, including chat support, ticketing, messaging tools, integrations, and all related features.
• Client Data means all information, messages, attachments, or metadata submitted by the Client or their end users.
• Subscription means the paid plan selected by the Client.
• Users means the Client's employees or agents who use Zupport under the Client's account.

2. Scope of Services

Zupport provides access to:

• Customer support chat tools
• Ticketing and inbox management
• Integrations with messaging channels
• Reporting and analytics
• Technical support

Additional features may be included depending on the Subscription Tier purchased. Zupport may update the Service to improve performance or add new features.

3. Client Responsibilities

The Client agrees to:

• Use the Service only for lawful business purposes
• Ensure all Users comply with Zupport's Terms of Service
• Provide accurate account information
• Maintain the security of logins and credentials
• Obtain consent from customers before collecting data through Zupport

The Client is responsible for all activity conducted under its account.

4. Service Availability

Zupport aims to maintain high uptime and service stability. While we strive for continuous availability, scheduled or emergency maintenance may occur.

If your plan includes a Service Level Agreement (SLA), uptime commitments will be defined in your subscription documentation.

5. Subscription Fees & Payment

5.1 Billing

• Monthly or annual billing, depending on the plan
• Automatic renewal unless canceled
• Charges processed using the payment method on file

5.2 Refunds

Unless otherwise stated in a specific plan, refunds are not provided for partially used billing periods.

5.3 Taxes

Fees exclude applicable taxes. The Client is responsible for taxes based on their region.

6. Data Ownership & Protection

6.1 Ownership

The Client retains full ownership of all Client Data. Zupport does not claim ownership of content submitted through the platform.

6.2 Use of Data

• Operate the Service
• Provide customer support
• Investigate issues or technical problems

Zupport does not sell, share, or use Client Data for advertising purposes.

6.3 Security

• Encryption
• Access controls
• Secure hosting infrastructure

7. Confidentiality

Both parties agree to keep all non-public information confidential, including business information, pricing, technical data, and Client Data.

Confidentiality obligations continue after this Agreement ends.

7.1 Use of Client Name and Logo

Subject to the Client's right to opt out, the Client grants Zupport a non-exclusive, royalty-free, limited, and revocable license to use the Client's company name, brand name, and/or logo solely to identify the Client as a user of the Zupport service.

• Limited to factual identification purposes
• No implication of endorsement or partnership
• No inclusion of Client Data or confidential information
• Compliance with applicable data protection laws, including GDPR

The Client may withdraw permission at any time by contacting support@zupport.app.

8. Integrations & Third-Party Tools

Zupport may integrate with third-party platforms such as:

• Facebook
• Instagram
• Email providers
• CRMs
• Ecommerce platforms such as Shopify

Zupport is not responsible for downtime or changes caused by third-party platforms. The Client must comply with third-party terms.

9. Support & Assistance

• Standard technical support for all paid plans
• Priority support depending on subscription tier
• Bug fixes and platform improvements

10. Term & Termination

This Agreement begins upon subscription and continues until canceled.

Clients may cancel through the dashboard or by contacting support@zupport.app.

Zupport may suspend or terminate access for violations, non-payment, misuse, or harm to the platform.

11. Limitation of Liability

To the maximum extent permitted by law, Zupport is not liable for indirect, incidental, or consequential damages. Total liability is limited to the amount paid by the Client in the last three (3) months.

The Service is provided "as is".

12. Modifications

Zupport may update this Agreement as needed. Material changes will be communicated via email or in-platform notifications.

13. Governing Law

This Agreement is governed by the laws of the Philippines, unless otherwise agreed in writing.

14. Contact

For contract-related questions, contact:

Email: support@zupport.app